Yale-New Haven Hospital teams honored at Service Excellence Conference

YNHH's winning Service Excellence project demonstrated how creative arts workshops at Smilow Cancer Hospital reduced patients' anxiety, fatigue, discomfort, depression and nausea. Fernanda Clariana (left), coordinator, Volunteer Services, and Dana Shaffer, complementary medicine assistant, Smilow Cancer Hospital, accepted the award at the conference
YNHH's winning Service Excellence project demonstrated how creative arts workshops at Smilow Cancer Hospital reduced patients' anxiety, fatigue, discomfort, depression and nausea. Fernanda Clariana (left), coordinator, Volunteer Services, and Dana Shaffer, complementary medicine assistant, Smilow Cancer Hospital, accepted the award at the conference

Teams from YNHH were honored for their winning poster project submissions at Yale New Haven Health System's 13th annual Service Excellence Conference on November 11.

Marna Borgstrom, president and chief executive officer of YNHHS and CEO of YNHH, welcomed a record crowd of 950, asking the audience to observe a moment of reflection in honor of Veterans Day. Frank Corvino, president and CEO of Greenwich Hospital, who chairs the YNHHS Service Excellence Council, emceed the event, held at the Aqua Turf Club. Corvino and Michael Bennick, MD, council vice chairman, spoke about the system-wide Service Excellence accomplishments of the past year.

Borgstrom lauded YNHHS employees who submitted 96 poster abstracts illustrating a wide range of projects focused on improving the patient experience. System leaders presented awards for the winning project and honorable mention from each delivery network.

In keeping with the service excellence theme, keynote speaker Rosalyn Cama discussed how healthcare environments can be transformed into places of well-being for patients and families. A former YNHH employee, she is president of CAMA, Inc. of New Haven, a healthcare interior design firm that has worked on projects for YNHH — including Smilow Cancer Hospital — and other healthcare organizations nationwide.

In addition to the awards presentation and keynote address, employees were able to learn more about complementary services including Reiki, healing touch, music and painting and attend a workshop on interior design. In rooms outside the ballroom, attendees also perused the poster abstracts and talked with teams about their Service Excellence projects.

"I found the conference really valuable," said Nana Boahemaa, RN, an off-shift nurse leader and member of YNHH's honorable-mention team. "The poster presentations showed so many different ways that people are working together to enhance patient care, and thereby improve patient satisfaction." All abstract posters and a conference photo gallery are available on the YNHHS intranet.